System and Method for Evolving Processes In Workflow Automation

ABSTRACT

Gradually automation of a workflow by a configuration change management system is provided by a first workflow template having a relatively low level of automation and complexity in which at least a plurality of tasks require manual input, manual response, or manual approval, operating the first workflow by a workflow automation system engine, monitoring a measurement of the maturity level of the process during the operation the first workflow, and responsive to detecting the maturity level meeting pre-determined benchmark, automatically selecting, engaging, and operating a second workflow template which increases automation by automating one or more subprocesses, adding one or more subprocesses, or eliminating one or more subprocesses.

CROSS-REFERENCE TO RELATED APPLICATIONS (CLAIMING BENEFIT UNDER 35U.S.C. 120)

This is a continuation application of U.S. patent application Ser. No.11/933,508, our docket AUS920070175US2, filed on Nov. 1, 2007 by P. G.Ramachandran.

FEDERALLY SPONSORED RESEARCH AND DEVELOPMENT STATEMENT

This invention was not developed in conjunction with any Federallysponsored contract.

MICROFICHE APPENDIX

Not applicable.

INCORPORATION BY REFERENCE

The following document is incorporated by reference in its entirety:“IBM Tivoli Change and Configuration Management Database” specificationsheet, copyright 2006, document number GC28-8445-00, published by IBMCorporation Software Group, Route 100, Somers, N.Y. 10589, U.S.A.

BACKGROUND OF THE INVENTION

1. Field of the Invention

This is a continuation application of U.S. patent application Ser. No.11/933,508, our docket AUS920070175US2, filed on Nov. 1, 2007 by P. G.Ramachandran. The present invention relates generally to automatedworkflow systems and methods for increasing or decreasing levels ofautomation in workflow management systems.

2. Background of the Invention

The following description of the Background of the Invention is providedas general background information other than prior art. Nothing in thefollowing paragraphs should be construed as “admitted prior art” unlessit is specifically noted as “prior art”.

Workflow automation is a general term used to describe advancedcomputing systems which automate any reliably repeatable pattern ofactivity by defining roles of each human involved in the work process,organizing resources and information flow, and provisioning one or morecomputer systems to conduct and automate the work flow process. Forexample, some workflow processes such as fulfilling customer requestsand complaints may involve several steps or stages to be handled bydifferent personnel, such as:

(a) initial classification of the incoming customer communication(email, letter, telephone call, etc.) as a request for help or acomplaint;

(b) routing of the communication to a complaint department or a helpdepartment;

(c) when received within a department, further reviewing of thecommunication details and routing of the communication to anappropriately trained and skilled employee (e.g. customer relationsagent, technician, etc.);

(d) drafting of a response by the employee;

(e) forwarding of the draft response to an approval authority (e.g.manager, supervisor, etc.);

(f) review of the draft response by the approval authority; and

(g) upon approval, forwarding the response to the customer; or upondisapproval, returning the communication to the employee for furtherwork or even escalating the communication to another level of review,another department, etc.

Many of these steps are automated through communications systems such aselectronic-mail based systems, voice-response units, and the like. Manyof these tasks and steps remain best handled by a human. Some tasks,however, can be partially automated, such as using natural languageprocessing to review and screen incoming email messages to determine ifit is likely a complaint or likely a request for help.

Many areas of business operations have benefited by workflow automation,from Customer Relations Management (“CRM”) to order fulfillment. Manybusiness processes which are primarily internal processes, such asproduct change control management, have also benefited from workflowautomation because it allows global personal to collaborate on taskswhile maintaining repeatable processes. When processes are repeatable,then they can be managed, monitored for quality, and further enhanced,such as insertion of automation in stages and phases where technologycan be leveraged in place of human labor or effort.

As stated in “IBM Tivoli Change and Configuration Management Database”specification sheet, copyright 2006 by IBM Corporation, document numberGC28-8445-00, which is incorporated by reference herein, efficient andeffective information technology (IT) management requires an IT servicemanagement platform. As technology becomes more closely intertwined withday-to-day business functions, technology-centric IT managementpractices are slowly evolving to a more business-focused management ofIT services. The IBM IT Service Management strategy enables alignment ofbusiness insight and innovative technology by finding ways to optimizethe intersection of four key areas: (1) people spread acrossorganizational and technology silos, who need to collaborateeffectively; (2) processes, which can be automated using IBM Tivoliprocess managers based on proven best practices; (3) informationthroughout the enterprise that is frequently underutilized but can bemade actionable when integrated; and (4) technology from IBM and othervendors that is used for executing, automating and monitoring processtasks.

This publication continues to state that, at the core of the IBM ITService Management strategy, IBM Tivoli® Change and ConfigurationManagement Database (CCMDB) provides an enterprise-ready configurationmanagement database and platform upon which you can standardize andshare information that helps you integrate people, processes,information and technology. Tivoli CCMDB helps you automaticallydiscover and federate IT information spread across the enterprise,including details about servers, storage devices, networks, middleware,applications and data.

One of the challenges of managing your IT infrastructure like a businessis the common inability to effectively administer processes for bothchange and configuration within an IT environment. Tivoli CCMDBaddresses this inability with automated, preconfigured and customizableprocess workflows

SUMMARY OF THE DISCLOSURE

The invention comprises a system, a method, a computer-readable mediumfor conveying software, or one or more business methods for graduallyautomating a workflow in a workflow automation system, and especially ina configuration change management system, by providing a first workflowtemplate having a relatively low level of automation and complexity inwhich at least a plurality of tasks require manual input, manualresponse, or manual approval, operating the first workflow by a changeconfiguration management system engine, monitoring a maturity levelmeasurement during the operation the first workflow, and responsive todetecting the maturity level meeting a pre-determined benchmark,automatically selecting, engaging, and operating a second workflowtemplate which increases automation by automating one or moresubprocesses, adding one or more subprocesses, or eliminating one ormore subprocesses.

BRIEF DESCRIPTION OF THE DRAWINGS

The following detailed description when taken in conjunction with thefigures presented herein provide a complete disclosure of the invention.

FIG. 1 illustrates an arrangement of components and systems according tothe invention.

FIGS. 2 a and 2 b show a generalized computing platform architecture,and a generalized organization of software and firmware of such acomputing platform architecture.

FIG. 3 a sets forth a logical process to deploy software to a client inwhich the deployed software embodies the methods and processes of thepresent and related inventions.

FIG. 3 b sets forth a logical process to integrate software to othersoftware programs in which the integrated software embodies the methodsand processes of the present and related inventions.

FIG. 3 c sets forth a logical process to execute software on behalf of aclient in an on-demand computing system, in which the executed softwareembodies the methods and processes of the present and relatedinventions.

FIG. 3 d sets forth a logical process to deploy software to a client viaa virtual private network, in which the deployed software embodies themethods and processes of the present and related inventions.

FIGS. 4 a, 4 b and 4 c, illustrate computer readable media of variousremovable and fixed types, signal transceivers, andparallel-to-serial-to-parallel signal circuits.

FIG. 5 provides general information about components of a ConfigurationChange Management Database system and related system management tools.

FIG. 6 illustrates error rates relative to significant changes incomplexity and automation level in configuration management.

FIG. 7 illustrates error rates relative to stepwise, incremental changesin complexity and automation level in configuration management.

FIG. 8 sets for the logical processes and interactions betweencomponents of the invention.

FIG. 9 provides a graphical illustration of time periods and errorthresholds according to advanced embodiments of the invention.

DETAILED DESCRIPTION OF ONE OR MORE EMBODIMENTS ACCORDING TO THEINVENTION Recognition by the Inventor of an Unaddressed Problem in theArt

The inventors of the present invention have recognized and solvedproblems previously unrecognized by others in the art of providingsignificant increases in the automation level of a workflow automationsystem. For example, one type of workflow automation system is anautomated Change Control Management server used to distribute softwareproducts, patches, and upgrades. Semi-automated workflow change controlmanagement tools in software development, maintenance, distribution, andsupport environments include coordinate efforts by human administratorsas well as automated and semi-automated tools and resources. Todistribute a patch to one or more end users, several personnel's actionsmust be coordinated in order to determine the appropriate patch for eachtarget system, assess the impact of distributing and installing thepatch, and to obtain several levels of approval to execute the patchdistribution and installation.

Several organizations and people get confused and are threatened if anew process like Change Management and Release Management are introducedand automated at one stretch. For example there could be usabilityissues and employees who used to perform certain actions in a certainmanner may resist change. However if change happens slowly andautomation is staged then people are more comfortable.

The inventors recognized this challenge and potential solution, whichhave not yet been fully reported or addressed by others in the art. Theinventors have recognized that this problem exists not only with IBMTivoli™ Change Control Management systems, but also with other ChangeControl Management systems such as HP's uCMDB™, Computer Associate'sCMDB™, BMC Software Incorporated's Atrium™ and Managed Objects'CMDB360™.

Further, as CCMDB is a type of workflow automation, the presentinvention may be more generally beneficial to, and implementedcooperative with any workflow automation system.

As such, although the following descriptive examples of embodiments ofthe invention will be set forth in terms of implementation with aspecific Change Control Management database system, it will be readilyrecognized by those skilled in the art that the invention may be equallywell implemented with other CCM systems, and indeed with other workflowautomation systems in general.

OVERVIEW OF THE INVENTION

The present invention allows the configuration of process templatesmanually in the initial stages. Once the organization and people canexecute simple processes, the complexity is increased by the backendengine which monitors the process execution.

Embodiments of the invention monitor the effectiveness with which eachprocess is completed, and when pre-defined benchmarks are reached suchas time to complete a process and accuracy of completion of a process,new levels of automation are engaged which increase the complexity andautomation level of the processes. Through this gradual increasing ofautomated processes and decreasing of manual processes, change controlis implemented in a fashion which allows for smooth and non-disturbingadoption by human administrators.

Preferably, a template-based workflow automation is utilized in part torealize the invention, such as IBM Tivoli's (Configuration ChangeControl Database (“CCMDB”) system, which allows the configuration of“process templates” manually in the initial stages. Once theorganization and people carry execute simple processes, the complexityis increased by the backend engine which monitors the process execution.

There are three main components to the workflow engine that allows theevolution of processes, as illustrated in FIG. 1:

(1) “workflow templates” or “process templates” that are defined andloaded to the “CCMDB engine” (13, 14) by a “template manager” (11);

(2) a “FlowController” (10) which allows and enables the execution ofthese templates; and

(3) a “Maturity/Evolution Manager” (12) that manages how organizationscan evolve their processes from manual to automated status.

The CCMDB-based system allows the configuration of process templatesmanually in the initial stages, for a low level of complexity andlow-level of stress or anxiety to the human administrators. Once it isdetected that the organization and people are executing simple processesin manners which meet pre-defined benchmarks, the complexity andautomation level is increased by the backend engine which monitors theprocess execution.

The Maturity Manger can be set to various levels like aggressive, slow,etc. The templates for execution are chosen based on how many processesthe organization has executed successfully and how many error freeoperation happened etc. Based on all the inputs, the Maturity Managerselects a complex template or a simple process template.

Workflow Automation Engine

While the following paragraphs will describe in detail how to make anduse such an embodiment relative to the IBM Tivoli CCMDB platform, itwill be readily recognized by those skilled in the art that theinvention may be alternatively realized in conjunction with other CCMDBproducts, such as HP's uCMDB™, Computer Associate's CMDB™, BMC SoftwareIncorporated's Atrium™ and Managed Objects' CMDB360™.

Whereas the present invention is optionally implemented as an extensionor enhancement to a Configuration Change Management (“CCM”) tool, suchas IBM Tivoli's™ Configuration Change Management Database Product(“CCMDB”), the following disclosure will refer to the CCMDB “engine” inplace of a more generalized term “workflow automation engine”. Inalternative embodiments utilizing other systems, such as customerrelationship management (“CRM”), Websphere™ Process server with BusinessProcess Execution Language (“BPEL”) or other workflow automationsystems, the automation engine would perform the analogous function tothe invention as the CCM engine in the following examples.

For example, IBM Tivoli's CCMDB™ has a general organization (50) asshown in FIG. 5. The CCMDB system (51) comprises a number of softwaremodules executed by a computing device (52), such as a web server. TheConfiguration Manager component (57) accesses a process database (56) toretrieve configuration management policies (55), and accesses aconfiguration database (53) to retrieve or store configuration data (54)about a configuration item (501). Other system management products (58,59) may integrate to the CCMDB, as well. The system is designed toremotely support configuration items (501) via networks (500), such asthe Internet or an intranet. For further reference, the reader isdirected towards the “IBM Tivoli Change and Configuration ManagementDatabase” specification sheet, copyright 2006 by IBM Corporation,document number GC28-8445-00, which is incorporated by reference herein.

A “workflow template” defines which tasks are performed, in what orderthey are to be performed, who or what is to perform each task, and anycriteria required to initiate, sustain, or complete each task, includingconditional criteria such as receipt of authorization from anadministrator. Workflow templates, themselves, are well known in the artof data center management.

Other CCMDB products and other types of workflow automation systemsshare similar functionality, although their specific architectures maybe different. It is within the skill of those in the art to implementthe invention to these other system architectures to achieve thebenefits and functions of the present invention.

LOGICAL PROCESSES OF THE INVENTION

The following logical processes of the present invention may bealternatively realized in software executed by a computer, such as aserver or a client computer, by circuitry, such as an applicationspecific integrated circuit (“ASIC”) or programmable gate arrays, or ina combination of software, computers, and circuits.

The database of CCMDB contains needed information about “configurationitems” (“CIs”), which are hardware components of computer systems whichare configurable, such as a keyboard, a mouse, an installed card (e.g.LAN interface card, graphics card), as well as software components ofcomputer systems, such as the operating system, drivers, applicationprograms, etc.

The database not only contains information about each CI, but also aboutthe relationships between the CIs, and between CIs and the systems inwhich they are installed.

A CCMDB tool or system is highly useful for managing systemconfigurations and related administrative processes before the CIs aredistributed to the end systems where they will be installed. Forexample, certain administrative approvals may be required prior todistributing software applications or hardware update to multiplecomputes. Or, an impact assessment may be required for a planned actionsuch as removing a keyboard or disconnecting a network cable from aserver. Impact assessment is required especially if change is performedon critical components. So, a CCMDB tool is essential for properplanning of configuration changes in a computing enterprise.

However, according to the problem discovered by the inventor,implementing complex, automated procedures into a workflow such asconfiguration change can be disruptive to the human administrators whenperformed in one step. The large change in process can cause an errorrate in the human tasks to increase due to the users not being familiarwith new forms, new screens, newly requested information or choices,etc., until the users become familiar with the new steps. In someinstances, the change can also cause resentment, dissatisfaction, oreven rebellion against the higher-level of automation. As such, in thefollowing paragraphs, the term “maturity level” shall be used todescribe a range of measurable attributes of the workflow automationsystem, including but not limited to measuring user error rates,measuring time for acclimation to recent changes, and measuring usersatisfaction or acceptance rate through surveys.

Process Upgrading Comprehending User Error Rates

In a first aspect of the present invention, maturity level of the mostrecent workflow process automation is measured by monitoring user errorrates. Turning to FIG. 9, such a disruption is shown in graphical form(90) of automation level and error incident counts (both on the y-axis)versus time. In this simplified illustration, a rate of errors orincidents (62) is plotted over time, correlated to two levels ofautomation—a first, lower level prior to a workflow automation change att₀, and a second, higher level of automation after t₀. The error count(62) is shown as falling below a benchmark level (33) prior to thechange at t₀, and it exceeds the benchmark level after the change at t₀.

Turning to FIG. 8, the Template Manager (11) initially selects (81) alower-automation level workflow template, which is engaged (82) by theCCMDB engine (13). The Maturity Manager (12) component of the inventionmonitors how proficiently the human administrators of data centers areperforming (83) the CCM tasks at current levels of complexity andautomation of the workflow. Tasks such as completion of forms, responseto queries, assessing change impact, obtaining authorization todistribute a CI or a change to a CI, etc., are monitored to detect whencertain pre-defined proficiency benchmarks are reached by theadministrators.

When such a proficiency level is detected as being at or below thebenchmark(s) (84), the Maturity Manager then triggers the TemplateManager (11) to select the next higher-level automated workflow template(85), which is then engaged (82′) by the CCMDB engine (13).

As with the previous level of automation, the Maturity Manager monitors(84′) the error and incident rates reported by the system managementtools during execution (83′) of the workflows by the administrators.And, when the benchmarks are met, the Template Manager (11) selects(85′) the next higher level automation workflow template, which is thenengaged by the CCMDB engine (13).

The monitoring and template upgrading process is iterated until a finallevel of complexity and automation is reached, thereby allowing thehuman administrators to gradually adjust to the complexity, learn andleverage the automation, and avoid any shock or disturbance to the humanadministrators' performance level.

This phased manner of automatically implementing a highly automatedCCMDB system is much less likely to cause major disruptions in theoperation of the data center or critical business systems. For example,FIG. 7 shows a similar graphical illustration (70) of error counts asthat shown in FIG. 6, but instead of a single, large change, multipleincremental steps of increasing levels of automation (71, 72) are shownat t₁, t₄, and t₇. Since each of these changes are less drastic incomplexity, the administrators only require a short period of adjustment(43, 44, 45), during which error rates may exceed the benchmark. Intypical practice, the magnitude of the error rate over the benchmarkduring the period adjustment is much less than that of the single,monumental change as shown in FIG. 6. Following these periods ofadjustment (73, 74, 75) are periods of proficiency starting at t₂, andt₅, for example, during which the error rates fall below the errorbenchmark (33).

Process Upgrading Comprehending Historical Success

According to another aspect of the invention, the Maturity Manager useshistorical performance as a measure of process maturity level,optionally in conjunction with current performance information, todetermine if a more complex or higher level of automation is suitablefor engaging. For example, in a previous configuration change thatrequired a network cable removal, perhaps all of the workflow steps werecompleted such as assessing the impact of removal of the cable,obtaining necessary authorization to implement the cable removal, andexecuting the removal of the cable. However, if an incident occurred asa result of the cable removal, such as an unforeseen process was usingthe network connection and was caused to err as a result of the removalof the cable, this incident is recorded in the CCM database. So, uponhandling of a similar CI configuration change, the Maturity Manageraccesses the CCM database, finds the similar incident, and can delayengaging a higher level of automation until the number of relatedincidents are historically lower than a pre-defined acceptable level.For example, when such incidents have been lower below the relevantbenchmark, such as 100 completions of the workflow with 99.9% error-freeexecution, the higher level of automation engaged may allow fullyautomated implementation of the change, such as fully automaticallyremoving a software component.

Process Upgrading Comprehending Human User Comfort Level or Success

According to another aspect of the invention, user comfort, success, orsatisfaction levels are used as a measurement of maturity level. Theusers can be surveyed, through online questionnaires or through optional“suggestions for improvement” queries. The results of the surveys can beused alone as a maturity level, or can be combined with the othermaturity level measurements, such as error rate, to determine when andif a next-level of higher automation template should be engaged. Forexample, in a customer relationship management system, after engaging agreater level of automation, a system may automatically propose asolution to a technical question based on a library of “frequently askedquestions” and answers. However, the user then may be relegated toreviewing the proposed reply instead of using his or her own technicalexpertise to draft a new, custom reply. This may cause somedissatisfaction among the users, and may have technical inaccuracies inthe pre-determined answers. So, providing the users an opportunity toindicate dissatisfaction with the change in process and/or believederrors in the upgraded process via surveys can provide responses whichare collected, collated and analyzed to determine whether a certainmaturity level has been reached or not.

Accelerated Workflow Progress

In a further enhancement of the invention, an accelerated pace ofworkflow progress can be implemented if the Maturity Manager determinesthat the maturity level might have been reached quickly, such asperformance against benchmarks disturbance being less than an expectedimpact threshold. In such a circumstance where the most recent increasein workflow complexity was minimally disruptive and well received, thenthe Template Manager is commanded to skip the next higher level ofautomated workflow template, and to instead select the second nexthigher workflow template. In this manner, an intermediate level ofautomation can be skipped if the change shifts are being tolerated well.

Deceleration of Workflow Progress

In a similar, but opposite, enhancement of the invention, a deceleratedworkflow progress can be implemented if the Maturity Manager detectsthat the maturity level has been reached more slowly than anticipated,such as the period of time following the most recent workflow complexityincrease to which the performance benchmarks are again met and exceeds atime-to-recover threshold, then the Maturity Manager can implement aperiod of settling to allow the most recent changes to become moreingrained in the culture of the administrative staff before the nexttemplate is engaged.

For example, referring to FIG. 9, if the monitored error rate followinga time of template change t₆₀ exceeds (92) a factor of the benchmark(94) for a period of t₆₁-t₆₀, then it is determined that the change wastoo disruptive. So, the time delay such as t₃ to t₄ or t₆ to t₇ toimplement the next step in automation as shown in FIG. 4 may be extendedto allow greater time for the staff to ingrain the most recent changesinto the workflow culture.

Regression of Workflow Automation and Complexity

In another enhancement of the present invention, digression of theimplementation of automation may be made by the invention when theMaturity Manager detects that the most recent increase in automation wasnot well tolerated. Referring again to FIG. 6, one indication of this,which is detected by the Maturity Manager, is the temporary excessiveerror count (62) following the engagement of a new workflow template notonly exceeding the pre-defined benchmark, but also exceeding a multipleof the benchmark (94), where the multiple is greater than unity.

Another indication of this which is detected by the Maturity Manager isthe period during which the error count (62) exceeds the standardbenchmark (63) following the implementation of a change. If this periodlasts for longer than a recovery time threshold t₆₂-t₆₀, then it isdetermined that the change was not well-tolerated. As a result ofeither, or both, situations being detected, the Maturity Managercommands the Template Manager to revert to the previously-engagedworkflow template, thereby reducing the level of automation from themost recently attempted level to the previously used level.

If both thresholds are utilized in an embodiment, they form a recoverywindow (63) within which temporary error count increase is allowed, andoutside of which error count increases result in a digression ofautomation level.

Suitable Computing Platform

Whereas at least one embodiment of the present invention incorporates,uses, or operates on, with, or through one or more computing platforms,and whereas many devices, even purpose-specific devices, are actuallybased upon computing platforms of one type or another, it is useful todescribe a suitable computing platform, its characteristics, and itscapabilities.

Therefore, it is useful to review a generalized architecture of acomputing platform which may span the range of implementation, from ahigh-end web or enterprise server platform, to a personal computer, to aportable PDA or wireless phone.

In one embodiment of the invention, the functionality including thepreviously described logical processes are performed in part or whollyby software executed by a computer, such as personal computers, webservers, web browsers, or even an appropriately capable portablecomputing platform, such as personal digital assistant (“PDA”),web-enabled wireless telephone, or other type of personal informationmanagement (“PIM”) device. In alternate embodiments, some or all of thefunctionality of the invention are realized in other logical forms, suchas circuitry.

Turning to FIG. 2 a, a generalized architecture is presented including acentral processing unit (21) (“CPU”), which is typically comprised of amicroprocessor (22) associated with random access memory (“RAM”) (24)and read-only memory (“ROM”) (25). Often, the CPU (21) is also providedwith cache memory (23) and programmable FlashROM (26). The interface(27) between the microprocessor (22) and the various types of CPU memoryis often referred to as a “local bus”, but also may be a more generic orindustry standard bus.

Many computing platforms are also provided with one or more storagedrives (29), such as hard-disk drives (“HDD”), floppy disk drives,compact disc drives (CD, CD-R, CD-RW, DVD, DVD-R, etc.), and proprietarydisk and tape drives (e.g., Iomega Zip™ and Jaz™, Addonics SuperDisk™,etc.). Additionally, some storage drives may be accessible over acomputer network.

Many computing platforms are provided with one or more communicationinterfaces (210), according to the function intended of the computingplatform. For example, a personal computer is often provided with a highspeed serial port (RS-232, RS-422, etc.), an enhanced parallel port(“EPP”), and one or more universal serial bus (“USB”) ports. Thecomputing platform may also be provided with a local area network(“LAN”) interface, such as an Ethernet card, and other high-speedinterfaces such as the High Performance Serial Bus IEEE-1394.

Computing platforms such as wireless telephones and wireless networkedPDA's may also be provided with a radio frequency (“RF”) interface withantenna, as well. In some cases, the computing platform may be providedwith an infrared data arrangement (“IrDA”) interface, too.

Computing platforms are often equipped with one or more internalexpansion slots (211), such as Industry Standard Architecture (“ISA”),Enhanced Industry Standard Architecture (“EISA”), Peripheral ComponentInterconnect (“PCI”), or proprietary interface slots for the addition ofother hardware, such as sound cards, memory boards, and graphicsaccelerators.

Additionally, many units, such as laptop computers and PDA's, areprovided with one or more external expansion slots (212) allowing theuser the ability to easily install and remove hardware expansiondevices, such as PCMCIA cards, SmartMedia cards, and various proprietarymodules such as removable hard drives, CD drives, and floppy drives.

Often, the storage drives (29), communication interfaces (210), internalexpansion slots (211) and external expansion slots (212) areinterconnected with the CPU (21) via a standard or industry open busarchitecture (28), such as ISA, EISA, or PCI. In many cases, the bus(28) may be of a proprietary design.

A computing platform is usually provided with one or more user inputdevices, such as a keyboard or a keypad (216), and mouse or pointerdevice (217), and/or a touch-screen display (218). In the case of apersonal computer, a full size keyboard is often provided along with amouse or pointer device, such as a track ball or TrackPoint™. In thecase of a web-enabled wireless telephone, a simple keypad may beprovided with one or more function-specific keys. In the case of a PDA,a touch-screen (218) is usually provided, often with handwritingrecognition capabilities.

Additionally, a microphone (219), such as the microphone of aweb-enabled wireless telephone or the microphone of a personal computer,is supplied with the computing platform. This microphone may be used forsimply reporting audio and voice signals, and it may also be used forentering user choices, such as voice navigation of web sites orauto-dialing telephone numbers, using voice recognition capabilities.

Many computing platforms are also equipped with a camera device (2100),such as a still digital camera or full motion video digital camera.

One or more user output devices, such as a display (213), are alsoprovided with most computing platforms. The display (213) may take manyforms, including a Cathode Ray Tube (“CRT”), a Thin Flat Transistor(“TFT”) array, or a simple set of light emitting diodes (“LED”) orliquid crystal display (“LCD”) indicators.

One or more speakers (214) and/or annunciators (215) are oftenassociated with computing platforms, too. The speakers (214) may be usedto reproduce audio and music, such as the speaker of a wirelesstelephone or the speakers of a personal computer Annunciators (215) maytake the form of simple beep emitters or buzzers, commonly found oncertain devices such as PDAs and PIMs.

These user input and output devices may be directly interconnected (28′,28″) to the CPU (21) via a proprietary bus structure and/or interfaces,or they may be interconnected through one or more industry open busessuch as ISA, EISA, PCI, etc. The computing platform is also providedwith one or more software and firmware (2101) programs to implement thedesired functionality of the computing platforms.

Turning to now FIG. 2 b, more detail is given of a generalizedorganization of software and firmware (2101) on this range of computingplatforms. One or more operating system (“OS”) native applicationprograms (223) may be provided on the computing platform, such as wordprocessors, spreadsheets, contact management utilities, address book,calendar, email client, presentation, financial and bookkeepingprograms.

Additionally, one or more “portable” or device-independent programs(224) may be provided, which must be interpreted by an OS-nativeplatform-specific interpreter (225), such as Java™ scripts and programs.

Often, computing platforms are also provided with a form of web browseror micro-browser (226), which may also include one or more extensions tothe browser such as browser plug-ins (227).

The computing device is often provided with an operating system (220),such as Microsoft Windows™, UNIX, IBM OS/2™, IBM AIX™, open sourceLINUX, Apple's MAC OS™, or other platform specific operating systems.Smaller devices such as PDA's and wireless telephones may be equippedwith other forms of operating systems such as real-time operatingsystems (“RTOS”) or Palm Computing's PalmOS™.

A set of basic input and output functions (“BIOS”) and hardware devicedrivers (221) are often provided to allow the operating system (220) andprograms to interface to and control the specific hardware functionsprovided with the computing platform.

Additionally, one or more embedded firmware programs (222) are commonlyprovided with many computing platforms, which are executed by onboard or“embedded” microprocessors as part of the peripheral device, such as amicro controller or a hard drive, a communication processor, networkinterface card, or sound or graphics card.

As such, FIGS. 2 a and 2 b describe in a general sense the varioushardware components, software and firmware programs of a wide variety ofcomputing platforms, including but not limited to personal computers,PDAs, PIMs, web-enabled telephones, and other appliances such as WebTV™units. As such, we now turn our attention to disclosure of the presentinvention relative to the processes and methods preferably implementedas software and firmware on such a computing platform. It will bereadily recognized by those skilled in the art that the followingmethods and processes may be alternatively realized as hardwarefunctions, in part or in whole, without departing from the spirit andscope of the invention.

Computer-Readable Media Embodiments

In another embodiment of the invention, logical processes according tothe invention and described herein are encoded on or in one or morecomputer-readable media. Some computer-readable media are read-only(e.g. they must be initially programmed using a different device thanthat which is ultimately used to read the data from the media), some arewrite-only (e.g. from the data encoders perspective they can only beencoded, but not read simultaneously), or read-write. Still some othermedia are write-once, read-many-times.

Some media are relatively fixed in their mounting mechanisms, whileothers are removable, or even transmittable. All computer-readable mediaform two types of systems when encoded with data and/or computersoftware: (a) when removed from a drive or reading mechanism, they arememory devices which generate useful data-driven outputs when stimulatedwith appropriate electromagnetic, electronic, and/or optical signals;and (b) when installed in a drive or reading device, they form a datarepository system accessible by a computer.

FIG. 4 a illustrates some computer readable media including a computerhard drive (40) having one or more magnetically encoded platters ordisks (41), which may be read, written, or both, by one or more heads(42). Such hard drives are typically semi-permanently mounted into acomplete drive unit, which may then be integrated into a configurablecomputer system such as a Personal Computer, Server Computer, or thelike.

Similarly, another form of computer readable media is a flexible,removable “floppy disk” (43), which is inserted into a drive whichhouses an access head. The floppy disk typically includes a flexible,magnetically encodable disk which is accessible by the drive headthrough a window (45) in a sliding cover (44).

A Compact Disk (“CD”) (46) is usually a plastic disk which is encodedusing an optical and/or magneto-optical process, and then is read usinggenerally an optical process. Some CD's are read-only (“CD-ROM”), andare mass produced prior to distribution and use by reading-types ofdrives. Other CD's are writable (e.g. “CD-RW”, “CD-R”), either once ormany time. Digital Versatile Disks (“DVD”) are advanced versions of CD'swhich often include double-sided encoding of data, and even multiplelayer encoding of data. Like a floppy disk, a CD or DVD is a removablemedia.

Another common type of removable media are several types of removablecircuit-based (e.g. solid state) memory devices, such as Compact Flash(“CF”) (47), Secure Data (“SD”), Sony's MemoryStick, Universal SerialBus (“USB”) FlashDrives and “Thumbdrives” (49), and others. Thesedevices are typically plastic housings which incorporate a digitalmemory chip, such as a battery-backed random access chip (“RAM”), or aFlash Read-Only Memory (“FlashROM”). Available to the external portionof the media is one or more electronic connectors (48, 400) for engaginga connector, such as a CF drive slot or a USB slot. Devices such as aUSB FlashDrive are accessed using a serial data methodology, where otherdevices such as the CF are accessed using a parallel methodology. Thesedevices often offer faster access times than disk-based media, as wellas increased reliability and decreased susceptibility to mechanicalshock and vibration. Often, they provide less storage capability thancomparably priced disk-based media.

Yet another type of computer readable media device is a memory module(403), often referred to as a SIMM or DIMM. Similar to the CF, SD, andFlashDrives, these modules incorporate one or more memory devices (402),such as Dynamic RAM (“DRAM”), mounted on a circuit board (401) havingone or more electronic connectors for engaging and interfacing toanother circuit, such as a Personal Computer motherboard. These types ofmemory modules are not usually encased in an outer housing, as they areintended for installation by trained technicians, and are generallyprotected by a larger outer housing such as a Personal Computer chassis.

Turning now to FIG. 4 b, another embodiment option (405) of the presentinvention is shown in which a computer-readable signal is encoded withsoftware, data, or both, which implement logical processes according tothe invention. FIG. 4 b is generalized to represent the functionality ofwireless, wired, electro-optical, and optical signaling systems. Forexample, the system shown in FIG. 4 b can be realized in a mannersuitable for wireless transmission over Radio Frequencies (“RF”), aswell as over optical signals, such as InfraRed Data Arrangement(“IrDA”). The system of FIG. 4 b may also be realized in another mannerto serve as a data transmitter, data receiver, or data transceiver for aUSB system, such as a drive to read the aforementioned USB FlashDrive,or to access the serially-stored data on a disk, such as a CD or harddrive platter.

In general, a microprocessor or microcontroller (406) reads, writes, orboth, data to/from storage for data, program, or both (407). A datainterface (409), optionally including a digital-to-analog converter,cooperates with an optional protocol stack (408), to send, receive, ortransceive data between the system front-end (410) and themicroprocessor (406). The protocol stack is adapted to the signal typebeing sent, received, or transceived. For example, in a Local AreaNetwork (“LAN”) embodiment, the protocol stack may implementTransmission Control Protocol/Internet Protocol (“TCP/IP”). In acomputer-to-computer or computer-to-peripheral embodiment, the protocolstack may implement all or portions of USB, “FireWire”, RS-232,Point-to-Point Protocol (“PPP”), etc.

The system's front-end, or analog front-end, is adapted to the signaltype being modulated, demodulate, or transcoded. For example, in anRF-based (413) system, the analog front-end comprises various localoscillators, modulators, demodulators, etc., which implement signalingformats such as Frequency Modulation (“FM”), Amplitude Modulation(“AM”), Phase Modulation (“PM”), Pulse Code Modulation (“PCM”), etc.Such an RF-based embodiment typically includes an antenna (414) fortransmitting, receiving, or transceiving electro-magnetic signals viaopen air, water, earth, or via RF wave guides and coaxial cable. Somecommon open air transmission standards are BlueTooth, Global Servicesfor Mobile Communications (“GSM”), Time Division Multiple Access(“TDMA”), Advanced Mobile Phone Service (“AMPS”), and Wireless Fidelity(“Wi-Fi”).

In another example embodiment, the analog front-end may be adapted tosending, receiving, or transceiving signals via an optical interface(415), such as laser-based optical interfaces (e.g. Wavelength DivisionMultiplexed, SONET, etc.), or Infra Red Data Arrangement (“IrDA”)interfaces (416). Similarly, the analog front-end may be adapted tosending, receiving, or transceiving signals via cable (412) using acable interface, which also includes embodiments such as USB, Ethernet,LAN, twisted-pair, coax, Plain-old Telephone Service (“POTS”), etc.

Signals transmitted, received, or transceived, as well as data encodedon disks or in memory devices, may be encoded to protect it fromunauthorized decoding and use. Other types of encoding may be employedto allow for error detection, and in some cases, correction, such as byaddition of parity bits or Cyclic Redundancy Codes (“CRC”). Still othertypes of encoding may be employed to allow directing or “routing” ofdata to the correct destination, such as packet and frame-basedprotocols.

FIG. 4 c illustrates conversion systems which convert parallel data toand from serial data. Parallel data is most often directly usable bymicroprocessors, often formatted in 8-bit wide bytes, 16-bit wide words,32-bit wide double words, etc. Parallel data can represent executable orinterpretable software, or it may represent data values, for use by acomputer. Data is often serialized in order to transmit it over a media,such as a RF or optical channel, or to record it onto a media, such as adisk. As such, many computer-readable media systems include circuits,software, or both, to perform data serialization and re-parallelization.

Parallel data (421) can be represented as the flow of data signalsaligned in time, such that parallel data unit (byte, word, d-word, etc.)(422, 423, 424) is transmitted with each bit D₀-D_(n) being on a bus orsignal carrier simultaneously, where the “width” of the data unit isn−1. In some systems, D₀ is used to represent the least significant bit(“LSB”), and in other systems, it represents the most significant bit(“MSB”). Data is serialized (421) by sending one bit at a time, suchthat each data unit (422, 423, 424) is sent in serial fashion, one afteranother, typically according to a protocol.

As such, the parallel data stored in computer memory (407, 407′) isoften accessed by a microprocessor or Parallel-to-Serial Converter (425,425′) via a parallel bus (421), and exchanged (e.g. transmitted,received, or transceived) via a serial bus (421′). Received serial datais converted back into parallel data before storing it in computermemory, usually. The serial bus (421′) generalized in FIG. 4 c may be awired bus, such as USB or Firewire, or a wireless communications medium,such as an RF or optical channel, as previously discussed.

In these manners, various embodiments of the invention may be realizedby encoding software, data, or both, according to the logical processesof the invention, into one or more computer-readable mediums, therebyyielding a product of manufacture and a system which, when properlyread, received, or decoded, yields useful programming instructions,data, or both, including, but not limited to, the computer-readablemedia types described in the foregoing paragraphs.

Service-Based Embodiments

Alternative embodiments of the present invention include some or all ofthe foregoing logical processes and functions of the invention beingprovided by configuring software, deploying software, downloadingsoftware, distributing software, or remotely serving clients in an ondemand environment.

Software Deployment Embodiment. According to one embodiment of theinvention, the methods and processes of the invention are distributed ordeployed as a service by a service provider to a client's computingsystem(s). For example, a supplier of a workflow automation system to acorporate client using the workflow automation system may contract todesign, distribute, and install the workflow templates on afee-for-service basis, rather than selling or leasing the inventiondirectly to the corporate client.

Turning to FIG. 3 a, the deployment process begins (3000) by determining(3001) if there are any programs that will reside on a server or serverswhen the process software is executed. If this is the case, then theservers that will contain the executables are identified (309). Theprocess software for the server or servers is transferred directly tothe servers storage via FTP or some other protocol or by copying throughthe use of a shared files system (310). The process software is theninstalled on the servers (311).

Next a determination is made on whether the process software is to bedeployed by having users access the process software on a server orservers (3002). If the users are to access the process software onservers, then the server addresses that will store the process softwareare identified (3003).

In step (3004) a determination is made whether the process software isto be developed by sending the process software to users via e-mail. Theset of users where the process software will be deployed are identifiedtogether with the addresses of the user client computers (3005). Theprocess software is sent via e-mail to each of the user's clientcomputers. The users then receive the e-mail (305) and then detach theprocess software from the e-mail to a directory on their clientcomputers (306). The user executes the program that installs the processsoftware on his client computer (312) then exits the process (3008).

A determination is made if a proxy server is to be built (300) to storethe process software. A proxy server is a server that sits between aclient application, such as a Web browser, and a real server. Itintercepts all requests to the real server to see if it can fulfill therequests itself. If not, it forwards the request to the real server. Thetwo primary benefits of a proxy server are to improve performance and tofilter requests. If a proxy server is required then the proxy server isinstalled (301). The process software is sent to the servers either viaa protocol such as FTP or it is copied directly from the source files tothe server files via file sharing (302). Another embodiment would be tosend a transaction to the servers that contained the process softwareand have the server process the transaction, then receive and copy theprocess software to the server's file system. Once the process softwareis stored at the servers, the users via their client computers, thenaccess the process software on the servers and copy to their clientcomputers file systems (303). Another embodiment is to have the serversautomatically copy the process software to each client and then run theinstallation program for the process software at each client computer.The user executes the program that installs the process software on hisclient computer (312) then exits the process (3008).

Lastly, a determination is made on whether the process software will besent directly to user directories on their client computers (3006). Ifso, the user directories are identified (3007). The process software istransferred directly to the user's client computer directory (307). Thiscan be done in several ways such as, but not limited to, sharing of thefile system directories and then copying from the sender's file systemto the recipient user's file system or alternatively using a transferprotocol such as File Transfer Protocol (“FTP”). The users access thedirectories on their client file systems in preparation for installingthe process software (308). The user executes the program that installsthe process software on his client computer (312) then exits the process(3008).

Software Integration Embodiment. According to another embodiment of thepresent invention, software embodying the methods and processesdisclosed herein are integrated as a service by a service provider toother software applications, applets, or computing systems.

Integration of the invention generally includes providing for theprocess software to coexist with applications, operating systems andnetwork operating systems software and then installing the processsoftware on the clients and servers in the environment where the processsoftware will function.

Generally speaking, the first task is to identify any software on theclients and servers including the network operating system where theprocess software will be deployed that are required by the processsoftware or that work in conjunction with the process software. Thisincludes the network operating system that is software that enhances abasic operating system by adding networking features. Next, the softwareapplications and version numbers will be identified and compared to thelist of software applications and version numbers that have been testedto work with the process software. Those software applications that aremissing or that do not match the correct version will be upgraded withthe correct version numbers. Program instructions that pass parametersfrom the process software to the software applications will be checkedto ensure the parameter lists matches the parameter lists required bythe process software. Conversely parameters passed by the softwareapplications to the process software will be checked to ensure theparameters match the parameters required by the process software. Theclient and server operating systems including the network operatingsystems will be identified and compared to the list of operatingsystems, version numbers and network software that have been tested towork with the process software. Those operating systems, version numbersand network software that do not match the list of tested operatingsystems and version numbers will be upgraded on the clients and serversto the required level.

After ensuring that the software, where the process software is to bedeployed, is at the correct version level that has been tested to workwith the process software, the integration is completed by installingthe process software on the clients and servers.

Turning to FIG. 3 b, details of the integration process according to theinvention are shown. Integrating begins (320) by determining if thereare any process software programs that will execute on a server orservers (321). If this is not the case, then integration proceeds to(327). If this is the case, then the server addresses are identified(322). The servers are checked to see if they contain software thatincludes the operating system (“OS”), applications, and networkoperating systems (“NOS”), together with their version numbers, thathave been tested with the process software (323). The servers are alsochecked to determine if there is any missing software that is requiredby the process software (323).

A determination is made if the version numbers match the version numbersof OS, applications and NOS that have been tested with the processsoftware (324). If all of the versions match, then processing continues(327). Otherwise, if one or more of the version numbers do not match,then the unmatched versions are updated on the server or servers withthe correct versions (325). Additionally, if there is missing requiredsoftware, then it is updated on the server or servers (325). The serverintegration is completed by installing the process software (326).

Step (327) which follows either (321), (324), or (326) determines ifthere are any programs of the process software that will execute on theclients. If no process software programs execute on the clients, theintegration proceeds to (330) and exits. If this is not the case, thenthe client addresses are identified (328).

The clients are checked to see if they contain software that includesthe operating system (“OS”), applications, and network operating systems(“NOS”), together with their version numbers, that have been tested withthe process software (329). The clients are also checked to determine ifthere is any missing software that is required by the process software(329).

A determination is made if the version numbers match the version numbersof OS, applications and NOS that have been tested with the processsoftware 331. If all of the versions match and there is no missingrequired software, then the integration proceeds to (330) and exits.

If one or more of the version numbers do not match, then the unmatchedversions are updated on the clients with the correct versions (332). Inaddition, if there is missing required software then it is updated onthe clients (332). The client integration is completed by installing theprocess software on the clients (333). The integration proceeds to (330)and exits.

Application Programming Interface Embodiment. In another embodiment, theinvention may be realized as a service or functionality available toother systems and devices via an Application Programming Interface(“API”). One such embodiment is to provide the service to a clientsystem from a server system as a web service.

On-Demand Computing Services Embodiment. According to another aspect ofthe present invention, the processes and methods disclosed herein areprovided through an on demand computing architecture to render serviceto a client by a service provider.

Turning to FIG. 3 c, generally speaking, the process software embodyingthe methods disclosed herein is shared, simultaneously serving multiplecustomers in a flexible, automated fashion. It is standardized,requiring little customization and it is scaleable, providing capacityon demand in a pay-as-you-go model.

The process software can be stored on a shared file system accessiblefrom one or more servers. The process software is executed viatransactions that contain data and server processing requests that useCPU units on the accessed server. CPU units are units of time such asminutes, seconds, hours on the central processor of the server.Additionally, the assessed server may make requests of other serversthat require CPU units. CPU units are an example that represents but onemeasurement of use. Other measurements of use include but are notlimited to network bandwidth, memory usage, storage usage, packettransfers, complete transactions, etc.

When multiple customers use the same process software application, theirtransactions are differentiated by the parameters included in thetransactions that identify the unique customer and the type of servicefor that customer. All of the CPU units and other measurements of usethat are used for the services for each customer are recorded. When thenumber of transactions to any one server reaches a number that begins toeffect the performance of that server, other servers are accessed toincrease the capacity and to share the workload. Likewise, when othermeasurements of use such as network bandwidth, memory usage, storageusage, etc. approach a capacity so as to effect performance, additionalnetwork bandwidth, memory usage, storage etc. are added to share theworkload.

The measurements of use used for each service and customer are sent to acollecting server that sums the measurements of use for each customerfor each service that was processed anywhere in the network of serversthat provide the shared execution of the process software. The summedmeasurements of use units are periodically multiplied by unit costs andthe resulting total process software application service costs arealternatively sent to the customer and or indicated on a web siteaccessed by the computer which then remits payment to the serviceprovider.

In another embodiment, the service provider requests payment directlyfrom a customer account at a banking or financial institution.

In another embodiment, if the service provider is also a customer of thecustomer that uses the process software application, the payment owed tothe service provider is reconciled to the payment owed by the serviceprovider to minimize the transfer of payments.

FIG. 3 c sets forth a detailed logical process which makes the presentinvention available to a client through an On-Demand process. Atransaction is created that contains the unique customer identification,the requested service type and any service parameters that furtherspecify the type of service (341). The transaction is then sent to themain server (342). In an On-Demand environment the main server caninitially be the only server, then as capacity is consumed other serversare added to the On-Demand environment.

The server central processing unit (“CPU”) capacities in the On-Demandenvironment are queried (343). The CPU requirement of the transaction isestimated, then the servers available CPU capacity in the On-Demandenvironment are compared to the transaction CPU requirement to see ifthere is sufficient CPU available capacity in any server to process thetransaction (344). If there is not sufficient server CPU availablecapacity, then additional server CPU capacity is allocated to processthe transaction (348). If there was already sufficient available CPUcapacity, then the transaction is sent to a selected server (345).

Before executing the transaction, a check is made of the remainingOn-Demand environment to determine if the environment has sufficientavailable capacity for processing the transaction. This environmentcapacity consists of such things as, but not limited to, networkbandwidth, processor memory, storage etc. (345). If there is notsufficient available capacity, then capacity will be added to theOn-Demand environment (347). Next, the required software to process thetransaction is accessed, loaded into memory, then the transaction isexecuted (349).

The usage measurements are recorded (350). The usage measurementsconsists of the portions of those functions in the On-Demand environmentthat are used to process the transaction. The usage of such functionsas, but not limited to, network bandwidth, processor memory, storage andCPU cycles are what is recorded. The usage measurements are summed,multiplied by unit costs and then recorded as a charge to the requestingcustomer (351).

If the customer has requested that the On-Demand costs be posted to aweb site (352), then they are posted (353). If the customer hasrequested that the On-Demand costs be sent via e-mail to a customeraddress (354), then they are sent (355). If the customer has requestedthat the On-Demand costs be paid directly from a customer account (356),then payment is received directly from the customer account (357). Thelast step is to exit the On-Demand process.

Grid or Parallel Processing Embodiment. According to another embodimentof the present invention, multiple computers are used to simultaneouslyprocess individual audio tracks, individual audio snippets, or acombination of both, to yield output with less delay. Such a parallelcomputing approach may be realized using multiple discrete systems (e.g.a plurality of servers, clients, or both), or may be realized as aninternal multiprocessing task (e.g. a single system with parallelprocessing capabilities).

VPN Deployment Embodiment. According to another aspect of the presentinvention, the methods and processes described herein may be embodied inpart or in entirety in software which can be deployed to third partiesas part of a service, wherein a third party VPN service is offered as asecure deployment vehicle or wherein a VPN is build on-demand asrequired for a specific deployment.

A virtual private network (“VPN”) is any combination of technologiesthat can be used to secure a connection through an otherwise unsecuredor untrusted network. VPNs improve security and reduce operationalcosts. The VPN makes use of a public network, usually the Internet, toconnect remote sites or users together. Instead of using a dedicated,real-world connection such as leased line, the VPN uses “virtual”connections routed through the Internet from the company's privatenetwork to the remote site or employee. Access to the software via a VPNcan be provided as a service by specifically constructing the VPN forpurposes of delivery or execution of the process software (i.e. thesoftware resides elsewhere) wherein the lifetime of the VPN is limitedto a given period of time or a given number of deployments based on anamount paid.

The process software may be deployed, accessed and executed througheither a remote-access or a site-to-site VPN. When using theremote-access VPNs the process software is deployed, accessed andexecuted via the secure, encrypted connections between a company'sprivate network and remote users through a third-party service provider.The enterprise service provider (“ESP”) sets a network access server(“NAS”) and provides the remote users with desktop client software fortheir computers. The telecommuters can then dial a toll-free number toattach directly via a cable or DSL modem to reach the NAS and use theirVPN client software to access the corporate network and to access,download and execute the process software.

When using the site-to-site VPN, the process software is deployed,accessed and executed through the use of dedicated equipment andlarge-scale encryption that are used to connect a company's multiplefixed sites over a public network such as the Internet.

The process software is transported over the VPN via tunneling which isthe process of placing an entire packet within another packet andsending it over the network. The protocol of the outer packet isunderstood by the network and both points, called tunnel interfaces,where the packet enters and exits the network.

Turning to FIG. 3 d, VPN deployment process starts (360) by determiningif a VPN for remote access is required (361). If it is not required,then proceed to (362). If it is required, then determine if the remoteaccess VPN exits (364).

If a VPN does exist, then the VPN deployment process proceeds (365) toidentify a third party provider that will provide the secure, encryptedconnections between the company's private network and the company'sremote users (376). The company's remote users are identified (377). Thethird party provider then sets up a network access server (“NAS”) (378)that allows the remote users to dial a toll free number or attachdirectly via a broadband modem to access, download and install thedesktop client software for the remote-access VPN (379).

After the remote access VPN has been built or if it has been previouslyinstalled, the remote users can access the process software by dialinginto the NAS or attaching directly via a cable or DSL modem into the NAS(365). This allows entry into the corporate network where the processsoftware is accessed (366). The process software is transported to theremote user's desktop over the network via tunneling. That is theprocess software is divided into packets and each packet including thedata and protocol is placed within another packet (367). When theprocess software arrives at the remote user's desktop, it is removedfrom the packets, reconstituted and then is executed on the remote usersdesktop (368).

A determination is made to see if a VPN for site to site access isrequired (362). If it is not required, then proceed to exit the process(363). Otherwise, determine if the site to site VPN exists (369). If itdoes exist, then proceed to (372). Otherwise, install the dedicatedequipment required to establish a site to site VPN (370). Then, buildthe large scale encryption into the VPN (371).

After the site to site VPN has been built or if it had been previouslyestablished, the users access the process software via the VPN (372).The process software is transported to the site users over the networkvia tunneling. That is the process software is divided into packets andeach packet including the data and protocol is placed within anotherpacket (374). When the process software arrives at the remote user'sdesktop, it is removed from the packets, reconstituted and is executedon the site users desktop (375). Proceed to exit the process (363).

CONCLUSION

While certain examples and details of various embodiments have beendisclosed, it will be recognized by those skilled in the art thatvariations in implementation such as use of different programmingmethodologies, computing platforms, and processing technologies, may beadopted without departing from the spirit and scope of the presentinvention. Therefore, the scope of the invention should be determined bythe following claims.

1. An automated method for gradually automating a workflow comprising:providing to a configuration management computer system a first throughN^(th) plurality of workflow templates having progressively greaterautomation from lower to higher ordered templates; during or subsequentto the operating of an initial workflow template, determining by theconfiguration management computer system a maturity level measurement oferrors for one or more user interactions; responsive to detecting by theconfiguration management computer system that the maturity levelmeasurement conforms to a pre-determined benchmark, automaticallyselecting, engaging, and operating by the configuration managementcomputer system a next higher ordered workflow template relative to theinitial workflow template, thereby increasing automation in a workflow;and repeating by the configuration management computer system thedetermining of maturity level, and conditional selecting, engaging, andoperating next higher ordered workflow templates, thereby automaticallyimplementing progressively greater automation in the workflow up to theNth workflow template.
 2. The method as set forth in claim 1 wherein thedetermining of a maturity level measurement comprises monitoring anoperator error rate during operation of a workflow.
 3. The method as setforth in claim 1 wherein the determining of a maturity level measurementcomprises monitoring an operator satisfaction rate.
 4. The method as setforth in claim 1 further comprising decelerating a pace of workflowautomation by the configuration management computer system by,responsive to determination of the error rate being exceeded for aperiod of time following engaging a subsequent workflow template,causing by the configuration management computer system a time delay toengagement of another subsequent workflow template.
 5. The method as setforth in claim 1 further comprising accelerating a pace of workflowautomation by the configuration management computer system by,responsive to determination of the error rate being met within aspecific period of time following engaging a subsequent workflowtemplate, selecting and engaging by the configuration managementcomputer system a workflow template subsequent to a next workflowtemplate in the plurality of workflow templates.
 6. The method as setforth in claim 1 further comprising regressing workflow automation bythe configuration management computer system by, responsive todetermination of the error rate exceeding a multiple of the benchmarkfollowing engaging a workflow template, selecting and engaging by theconfiguration management computer system a previous workflow template inthe plurality of workflow templates.
 7. The method as set forth in claim1 further comprising regressing workflow automation by the configurationmanagement computer system by, responsive to determination of the errorrate exceeding the benchmark for a predetermined period followingengaging a workflow template, selecting and engaging by theconfiguration management computer system a previous workflow template inthe plurality of workflow templates.
 8. The method as set forth in claim1 wherein the responding to detection of the maturity level measurementconforming to a pre-determined benchmark further comprises:automatically notifying by the configuration management computer systema process administrator that the benchmark has been met, and proposingby the configuration management computer system a second workflowtemplate which increases automation by automating one or moresubprocesses, adding one or more subprocesses, or eliminating one ormore subprocesses; receiving by the configuration management computersystem from the administrator a selection of a second workflow; andengaging and operating by the configuration management computer systemthe selected second workflow by the change configuration managementsystem.
 9. A computer program product for gradually automating aworkflow comprising: a tangible, computer readable storage memory devicesuitable for encoding computer programs; a first through N^(th)plurality of workflow templates having progressively greater automationfrom lower to higher ordered templates provided to configurationmanagement computer system; first program code for, during or subsequentto the operating of an initial workflow template, determining by theconfiguration management computer system a maturity level measurement oferrors for one or more user interactions; second program code for,responsive to detecting by the configuration management computer systemthat the maturity level measurement conforms to a pre-determinedbenchmark, automatically selecting, engaging, and operating by theconfiguration management computer system a next higher ordered workflowtemplate relative to the initial workflow template, thereby increasingautomation in a workflow; and third program code for repeating by theconfiguration management computer system the determining of maturitylevel, and conditional selecting, engaging, and operating next higherordered workflow templates, thereby automatically implementingprogressively greater automation in the workflow up to the Nth workflowtemplate; wherein the workflow templates, the first, the second and thethird program codes are encoded by the tangible, computer readablestorage memory device.
 10. The computer program product as set forth inclaim 9 wherein the program code for determining a maturity levelmeasurement comprises program code for monitoring an operator error rateduring the operation of a workflow.
 11. The computer program product asset forth in claim 9 wherein the program code for determining a maturitylevel measurement comprises program code for surveying one or moreoperator users.
 12. The computer program product as set forth in claim 9wherein the program code for responding to detection of the maturitylevel measurement conforming to a pre-determined benchmark furthercomprises program code for: automatically notifying a processadministrator that said benchmark has been met, and proposing a secondworkflow template which increases automation by automating one or moresubprocesses, adding one or more subprocesses, or eliminating one ormore subprocesses; receive from the administrator a selection of asecond workflow; and engaging and operating the selected second workflowby the change configuration management system.
 13. A system forgradually automating a workflow comprising: a first through N^(th)plurality of workflow templates having progressively greater automationfrom lower to higher ordered templates, the workflow templates beingaccessible by a change configuration management computer system; and aworkflow template manager portion of a change configuration managementcomputer system for: during or subsequent to the operating of an initialworkflow template, determining by the configuration management computersystem a maturity level measurement of errors for one or more userinteractions; responsive to detecting by the configuration managementcomputer system that the maturity level measurement conforms to apre-determined benchmark, automatically selecting, engaging, andoperating by the configuration management computer system a next higherordered workflow template relative to the initial workflow template,thereby increasing automation in a workflow; and repeating by theconfiguration management computer system the determining of maturitylevel, and conditional selecting, engaging, and operating next higherordered workflow templates, thereby automatically implementingprogressively greater automation in the workflow up to the Nth workflowtemplate; wherein the workflow templates are stored in one or moretangible, computer readable storage memory device, and wherein thechange configuration management computer system comprises a circuit forperforming logical processes.
 14. The system as set forth in claim 13wherein the maturity level measurement comprises a monitor of anoperator error rate during operation of a workflow.
 15. The system asset forth in claim 13 wherein the maturity level measurement comprises asurvey of operator users during operation of a workflow.
 16. The systemas set forth in claim 13 wherein the template manager portion is furtherfor: responding to detection of the maturity level measurementconforming to a pre-determined benchmark by automatically notifying aprocess administrator that the benchmark has been met; proposing asecond workflow template which increases automation by automating one ormore subprocesses, adding one or more subprocesses, or eliminating oneor more subprocesses; receiving from the administrator a selection of asecond workflow; and engaging and operating the selected second workflowby the change configuration management system.